"In Red Hat's case, support plays a central role in the company's business model and in its high ranking with customers. Brent Fox plays a central role in Red Hat's organization, helping to ensure the continued happiness of some of Red Hat's biggest customers. It's one of those jobs that doesn't get the attention it deserves... Until something goes wrong. The Open Road caught up with Brent to discover how support at Red Hat supports its customers, and how its model differs from that of other vendors."